2013

Jeans, Babies, and Loyalty

MaritzCX

When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries.

Augmented Reality As a Selling Tool

MaritzCX

One of the many benefits of having kids in university is that it keeps you more current on technology than, perhaps, you might normally be. Our oldest son (the future mechanical engineer) showed me something this past weekend that was, frankly, remarkable.

Tools 283

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Year In Review: Our Ten Most Read Blog Posts of 2013

MaritzCX

We covered a lot of ground here on the Allegiance blog in 2013, from program design recommendations to leadership lessons to industry trends. Here’s a chance to catch up on what you missed by reviewing our ten most read posts from this year. Enjoy!

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

More Trending

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

Data 260

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

Data 260

Glad I Was Able to Help

MaritzCX

On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.

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Glad I Was Able to Help

MaritzCX

On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome.

It’s Time to Climb out of Our Customer Experience Measurement Box

MaritzCX

My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome.

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

Forget the customer experience: you have to remember the customer first

MaritzCX

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team?

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

Mobile rendering vs optimisation: what’s the difference?

MaritzCX

One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach.

How SmartProbe™ helps you improve brand performance

MaritzCX

In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based?

Brands 260

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

You can’t just build it and hope that they will come

MaritzCX

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Brands 260

The Unexpected Customer

MaritzCX

Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts.

Best. Day. Ever.

MaritzCX

When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind. I thought of my unique interview experience when I first came to Maritz in 2006.

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

Mobile rendering vs optimisation: what’s the difference?

MaritzCX

One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach.

How SmartProbe™ helps you improve brand performance

MaritzCX

In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based?

Brands 260

You can’t just build it and hope that they will come

MaritzCX

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Brands 260

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Best. Day. Ever.

MaritzCX

When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind. I thought of my unique interview experience when I first came to Maritz in 2006.

Getting customers to respond to your survey is now easier

MaritzCX

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty.

Survey 260

Engaging surveys for your customers so they give valuable feedback

MaritzCX

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.